FireScope Announces Out-of-the-Box Integration with Service-Now

Enterprises empowered by disruptive approach to automating service event and incident management for greater agility and improved business outcomes

July 2nd, 2012 – Huntington Beach, CA. – FireScope Inc., the leader in aligning customers' technology performance to their business and customer experiences, today announced an expansion to its IT Service Management solutions that deliver bi-directional integration with ServiceNow (NYSE: NOW), a leading provider of cloud-based services to automate enterprise IT operations.

FireScope, which Enterprise Management Associates recently identified as having "Delivered the industry's single most innovative application of cloud-related technology to support the broader requirements of Enterprise Management to date," provides real-time and predictive insight into how an organization's technology is delivering user experiences and business outcomes. ServiceNow provides flexible cloud-based applications and a platform as a service (PaaS) for incident and problem management. ServiceNow’s cloud services coupled with FireScope’s cloud solutions and services provide a disruptive combination to help organizations provide better services, at a lower cost with greater agility.

The FireScope/ServiceNow integration enables customers to automatically identify service-impacting events through FireScope and automatically generate and track incidents in ServiceNow. During the lifecycle of the incident, both solutions can synchronize information between each other to ensure operators have easy access to the latest information. Finally, as FireScope identifies that normal service performance has been resumed, the solution can automatically close the incident in ServiceNow to prevent unnecessary efforts.

"FireScope and ServiceNow have both been major disruptors in our respective segments of the IT Service Management market," said Mark Lynd, President and COO of FireScope. "As an integrated offering, our customers have a complete and cloud-based alternative to the massively complex Big-4 solution suites that have been their only option for decades, an offering that delivers greater capability and scalability at significantly less cost and effort."

The business value of the integration cannot be understated. Recent studies have identified that users are the first notification of issues approximately 74% of the time. Furthermore, the IT Process Institute reports the industry average Mean Time to Repair (MTTR) at approximately 200 minutes, with over 80% of this time spent tracing the source, during which time the business is losing between $90,000 per hour in the media sector to about $6.48 million per hour for large online brokerages. The proactive and automated capabilities offered in this integrated approach can help an organization prevent many of these issues, and significantly reduce the time it takes to restore normal service operations for issues that cannot be avoided. Additionally, businesses reap additional benefits such as, increased efficiency, better communications and organizational credibility.

Rapid Time to Value

Rapid time to value is a key differentiation provided by both organizations, and is expanded upon through this integration. Both FireScope and ServiceNow are based on disruptive, cloud-based architectures. So, integration between the two is in tighter and simpler than those found in traditional solutions. Extensive professional services engagements and custom development work are reduced, enabling customers to immediately realize greater business value.

Strategic Visibility

FireScope’s built-in reporting and predictive analytics capabilities can leverage the wealth of data provided by both offerings to provide CIO’s and IT leaders with improved forecasting of the reliability and capacity requirements of their critical business services. From dashboards comparing ticket status with real-time event status to historical analysis of the business impact of multiple incidents, users have at their fingertips the actionable intelligence needed to plan and budget in a way that’s tightly aligned with the business and its goals.